April 2022

Magazine Features

25 Years (and Counting) of CRM Magazine

Happy anniversary to us!

CRM’s Storied Past

The milestones that brought CRM to where it is now

CRM Has a History of Aspiration, Accomplishment, and Automation

Analysts reflect on an industry that has seen many challenges overcome and others yet to be resolved.

Keys to Understanding the Metaverse—and How Your Business Can Benefit

The metaverse is already here, and it's important to ask the right questions before moving in

Voice Biometrics Are Not 100 Percent Foolproof, but Steadily Improving

The technology has holes, but is more efficient than traditional password security.

Front Office

Where Has the Time Gone?

Once upon a time, high costs, limited functionality, and low adoption, among other things, threatened to make CRM systems obsolete. Thankfully, the industry didn't give up.

Reality Check

Evolving CRM from the Enterprise to the Extraprise

The goal: creating a community in which everyone contributes to their collective success.

The Tipping Point

Analytics, AI, and Collaboration: 3 Ways CRM Elevates Business Performance

CRM's latest tools have helped a create a new competitive advantage in times of disruption.

The Last Line

Remembrance of CRM Things (and Sweet Desserts) Past

For the author, there's a lot of history in these pages.

Customer Experience

Understanding the Metaverse Economy

Enterprises will be able to bring their physical and digital presences together.

Voice of the Customer

Don’t Break Down Silos!

Instead, unify them around customer experience.

Small Biz Buzz

The Next Frontier in Customer Engagement: Streaming Video

But be warned: Livestreaming isn't easy, even if it looks that way.

Insight

B2B Sellers Should Focus on Situational Buyer Insights

Sales leaders can leverage situational awareness to lead with empathy.

CX Investments Pay Off

Companies that provide good customer experiences perform much better, an ROI study shows.

Engagement, Innovation Are Keys for B2B Marketers

Social distancing proved the need for new approaches to marketing, Forrester finds

Leaders See Customer Service as a Value Center

Companies that view customer service not as a cost center see 3.5 times higher growth.

Required Reading: Putting Empathy in Action

Genesys CEO advances the Experience Index as an NPS replacement.

What Keeps CMOs Up at Night?

COVID, supply chains, inflation, and new brands join ROI as top concerns, Brand Keys finds.

REAL ROI

Alchemer Strengthens Amdocs’ VoC Program

Alchemer's enterprise feedback platform helps Amdocs drive actionable insights from customers.

Nex-Tech Boosts Subscriber Engagement 375 Percent

A Facebook integration with Calix Marketing Cloud yields results at 66 percent lower campaign costs.

Yotpo Grows Sir Dogwood’s Business

Yotpo's SMS messaging addition leads to a 4,700 percent ROI for the pet supplies company.

The Next Step

The Death of the Work Ethic

A positive look at a negative situation.